New Design Updates and Improvements: Hotkeys and More
We've introduced several small updates in Usedesk to make working with tickets and chats faster and more convenient.
Important: These updates are available only in the new design. The new version can be enabled upon request by contacting support at support@usedesk.com.
To learn more about the new design and how it differs from the previous version, see the following articles: New Ticket List Design, New Ticket Card Design, and New Chat Design.
Automatic Opening of the Editor in Tickets
Agents can now choose whether the message editor should open automatically when navigating to a ticket card. This setting can be configured in the agent profile by clicking the avatar in the upper-right corner. The option is enabled by default.
This update makes ticket processing more flexible and convenient. For example, agents who prefer to review conversation history before replying can hide the editor to reduce visual clutter and focus on the information in the ticket.
Hotkeys
We've added support for hotkeys in the new design, allowing agents to process tickets and chats more efficiently. The interface will indicate which actions can be performed using hotkeys.
- Quickly switch between chats: K / J (K — up, J — down)
- Switch between tickets: K / J (K — next, J — previous)
- Change agent status on the Tickets/Chats page: U + S
- Assign the current ticket/chat to yourself from the ticket/chat card: U + M
- Create a new ticket from anywhere in the system: U + N
- Reset filters on the ticket list page: Esc
- Open the reply editor on the Message tab in the ticket card: U + E
- Open the reply editor on the Comment tab in the ticket card: U + C
- Change a ticket/chat status to Done: Shift + U + D
- Change a ticket/chat status to Waiting: Shift + U + W
- Change a ticket/chat status to On Hold: Shift + U + H
- Open the quick macro selection menu in the editor (the cursor must be in the message input field): Ctrl + Alt + T
Next/Previous Ticket Navigation Buttons
We've added buttons for navigating to the next or previous ticket. Agents no longer need to return to the ticket list to start working on the next ticket in the current filter.
If there are no more tickets available, the navigation button will be disabled, and a tooltip will indicate that there are no remaining tickets.
Attach Files from the Current Ticket
For email channels, we've added a button that allows agents to attach files directly from the current ticket. There's no longer a need to download a file before sending it to a customer.
PDF Preview Gallery
We've introduced a PDF preview gallery. If a message contains multiple PDF files, agents can now switch between them without closing the current file preview.
Improved Quick Macro Search
Quick macro search now starts after entering just one character. We've also increased the number of displayed search results from 4 to 20 macros.
Ticket Preview in the "Client Tickets" and "Linked Tickets" Blocks
In the Client tickets and Linked Tickets blocks, hovering over a ticket now displays a preview button with an eye icon. Clicking it opens the ticket preview, just like in the ticket list.
Navigate to a Company Card from the Ticket List
We've added the ability to open a company page directly from the ticket list by clicking the company name.
New File Icons
We've introduced new icons for different file types. File icons now correspond to the actual file format.